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Herald helps product and customer teams work together to paint a full picture of user problems. 🙌

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<aside> 🔑 This question is part of Herald: Frequently Asked Questions. Have a question that's not answered there? Our bad, give us a chance to answer your question: we're only an e-mail away: [email protected].

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What types of customer feedback should one collect?

This is really up to your team. But others are using Herald to collect:

• Product improvements: This is the most common type of customer feedback saved to Herald. This can be either feature requests or requests for bug fixes and UX issues.
• Testimonials props: It is important to collect quotes from users that are saying good things about your product (or team). We suggest creating topics that map to your strengths. All of these topics can be grouped under a label like "Testimonial".
  • Whenever a customer says something positive about your team, collect that feedback and share it with all your co-workers. Nothing increases team morale like customer love!
  • Over time, the top 2-4 topics will start to stand out. These can form the basis of your product, marketing, and sales strategy. Use the words of your existing customers to acquire new customers.
• Operational costs: If your team is using manual flows to augment shortcomings in your product, your team should track each of these customer interactions. Typically, there should be one topic for each manual flow, for instance, "password reset", "change customer email", etc. These topics can be further grouped under labels such as "Self Serve", “Documentation”, or "FAQ". Logging these will allow your team to take a data-driven approach on prioritizing changes that decrease costs for common customer escalations.

<aside> 📌 Herald helps product and customer teams work together to paint a full picture of user problems. 🙌

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